• Report: #835775
Complaint Review:

Ripoff Report | Harbortouch

  • Submitted: Wed, February 08, 2012
  • Updated: Fri, October 25, 2013

  • Reported By: ISO Advocate — Baltimore Maryland United States of America
53 Frontage Rd, Hampton, NJ 08827 Hmapton, New Jersey United States of America

Harbortouch TRUSTED BUSINESS REVIEW: Commitment to Harbortouch executive team and employees are committed to customer satisfaction. Harbortouch’s approach to business is focused on providing the highest customer satisfaction in the industry.
*UPDATE: Harbortouch pledges their commitment to always improving their operations by joining Ripoff Report’s Corporate Advocacy, Business Remediation and Customer Satisfaction Program, a program that benefits the consumer by increasing their confidence when doing business with a member business. Harbortouch is recognized by Ripoff Report Verified™ as a safe business service.

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Ripoff Report Verified™ REVIEW:

EDitor’s UPDATE: Positive rating and recognition has been given to Harbortouch for its commitment to excellence in customer service.

Ripoff Report’s discussions with Harbortouch have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Harbortouch listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

The information provided in this report is based on comments made by CEO Jared Isaacman during an onsite inspection held by a third party verification company with no biases toward Harbortouch United Bank Card.

Harbortouch POS System Review: Rivals Sports Bar & Nightclub from Harbortouch POS on Vimeo.

Harbortouch is Ripoff Report Verified
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

Harbortouch was started as United Bank card in 1999 as a basic credit card processing service. They are aiming to move to a full service model, touch screen point of sales system at a low service cost to small or midsize business. The vision is to expand to the mobile device for on the go payment.

Their main sources of sales are geared towards small to midsize merchants. Their main sales are done by independent contractors or sales representatives under Harbortouch. These contractors have certain requirements that they must abide by in regards to credit card regulations. They represent Harbortouch and their products and services assist with the completion of paperwork, but Harbortouch does all of the underwriting and approval of applicants. From that point Harbortouch provides all of the services to the merchant. The independent contractor functions as the onsite representative between the company and merchant.

During the onsite interview CEO Jared Isaacman was asked to discuss what types of complaints their company receives and what is being done to resolve these issues: “The most common complaint that has occurred has to do with not having strict control over the independent contractors because they are not direct employees over the company. There is a wildcard factor with sales being made by the independent sales staff due to different variations of compliance with regulation and quality of service. Going from the credit card terminal to the point of sales, which is basically a computer system, is more complex. Merchants have an expectation of the program working a certain way or having different functions and sometimes a merchant will feel like the independent contractor oversold the program.”

Mr. Isaacman was then asked to describe a specific situation where a client was not satisfied with the level of service they received: “Once an order has been placed with Harbortouch they may have been oversold on the product or feel that there has been a miscommunication on the sale. Once the order has been received, the account gets assigned to an Order Administrator to walk the merchant through the process from then on. If any miscommunication or over sell on the product occurred, this is where it would be worked out. For the most part, Harbortouch will try to accommodate the merchant within reason. Once the order has been shipped, the company’s tech will install the POS system and the merchant must sign off on the installation.”

Harbortouch POS System Review: Bradley's Pit BBQ from Harbortouch POS on Vimeo.

The merchant has access to 24/7 tech support on site, weekly webinars, newsletters, ongoing training sessions, support material, additional training DVD’s, and independent contractor functions that serve as a resource for support to the merchant.

If there is an issue where a customer feels as though they have been misled or paid fees that they did not authorize, they are encouraged to contact Harbortouch’s customer service department, and if the fee was inaccurate, it will be refunded to the merchant. Their fees do increase twice a year, but this is fully outlined and explained in their contract agreement.

Since complaints were made on Ripoff Report their company has made direct changes to the way they handle independent sales. They hold their representatives accountable for how they present themselves and their program. They have started a certification program for sales representatives which insures that they are fully educated on the products that they will be selling and representing. This increases the quality of the sales representatives and instills professionalism. They are also working on refining their order administration process.

In a leadership role within the company, Mr. Isaacman has instituted many changes in various areas in order to make the customer happy. They have hired a quality control manager, started an in house newsletter, expanded the office to include onsite training for employees, and implemented ongoing reconstruction within departments to better service customers.

Harbortouch is pleased to be a part of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program. They believe that taking part in this process reiterates their commitment to their customers and adds credibility to their services and business, while demonstrating their dedication to their customers.

Harbortouch POS System Review: Moon Dance Wine & Spirits from Harbortouch POS on Vimeo.


Harbortouch’s primary goal is to provide exceptional service and value to our customers. Our merchant customers are the lifeblood of the company and our success is completely dependent on their satisfaction. Every decision we make reflects the importance of this relationship and every action revolves around our customers. We strive to provide these customers with the best possible experience through cutting-edge technology and unparalleled levels of service."

Harbortouch has placed a strong focus on customer service and satisfaction. Harbortouch values each merchant it serves, realizing that exceptional customer service is just as important as competitive pricing and innovative products. The company’s award winning customer support is handled entirely in-house and is available 24 hours a day, 7 days a week, completely free of charge to all of their merchants.

Harbortouch recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s Investigation Harbortouch has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

Harbortouch POS System Review: Neworld Cafe from Harbortouch POS on Vimeo.

Harbortouch POS System Review: Jake's Bar & Grill from Harbortouch POS on Vimeo.

In summary, after our investigation, which included discussions with Mr. Isaacman and many of his past and current associates, Ripoff Report is convinced that Harbortouch is committed to quality delivery of products and services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can ensure that the member business did right by their customer.



Harbortouch United BankCard, Jared Isaacman Harbortouch, formerly UnitedBankCard Refuses to Pay Sales Reps Residuals Hmapton, New Jersey

Merchant Processing (credit card processing done by stores, websites, etc.) are most often sold by independent sales reprs (ISO's or Agents).  ISO's earn a bulk of their compensations from a percentage of card processing fees, in the form of residuals.

Harbortouch (formerly United BankCard) contracts with ISO to pay these fees one month in arrears, over the past few months this time frame has slipped to 5 weeks, and as 2/9/2010 it has extended to 7 weeks. ISO have to call and enquire about their residual payments - Harbortouch doesn't announce delays.

Calls, emails, etc to supervisors & middle managers go un-responded to.  No one is ever available, so when you do get a live person, all they say is "we are waiting on senior managers to let us know when the residuals will be released..."  If you can get transferred to a manager - the call goes straight to voicemail.

Harbortouch knows that ISO's don't want to switch their clients to other processors that pay their residuals on time; it results in their clients paying extra fees, and incurring transition headaches.

It is easy to understand h*e Jason Isaacman was included in the list of most successful college dropouts, he has his sales force to finance him - with our without their permission Jason Issacman Worth $50 million

Dave, Baltimore, MD

This report was posted on Ripoff Report on 02/08/2012 05:35 AM and is a permanent record located here: http://www.ripoffreport.com/reports/harbortouch/hmapton-new-jersey-08827/harbortouch-united-bankcard-jared-isaacman-harbortouch-formerly-unitedbankcard-refuses-t-835775. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals

#1 REBUTTAL Owner of company

The facts...

AUTHOR: Chris rotondi - (U.S.A.)

Since I was named personally in this, I felt it was appropriate to respond. In addition, as the founder of the company, I take considerable offense to any accusation that damages the credibility and contributions of so many hard working people.   United Bank Card, Inc d/b/a Harbortouch, has over 4000 contracted Independent Sales Offices (ISO's) / sales representatives.   We have been in business since 1999 and have paid residual commissions that entire time.   I started the company when I was 16 in my parents basement.  It is has grown to become one of the largest companies in the industry.  That growth has largely been the result of hard work and dedication from our sales representatives.  I dont think the company would have lasted very long if your accusations were correct. Our entire business model actually depends on the support of our sales representatives.  

Here are a few facts.

1. In our history we have paid over a quarter of a billion dollars in residual commissions.  

2. Last year, 2011, we paid over 30 million in residuals. Our largest year thus far. 

3. We have two commission files that go out each month consistently.  There is no question that the file can go out + or - 4 or 5 days.  This largely depends on our banks, processors, and other agencies that have to report data on over 130,000 customers, processing over 10 billion dollars a year in credit card activity.  If they are late, it delays calculations.  One thing for sure, is that each month those files go, we always pay early based on the standards of our contract, and have been doing this process for over a decade. 

From what it sounds like to me, your contract was most likely terminated.  Given that we have over 4000 ISO's getting paid residuals and less than a handful that were ever terminated in our entire history, I probably am aware of the circumstances and your self-inflicted actions that resulted in your termination. Regardless, I am willing to discuss the matter with you, despite the inappropriate venue that you utilized to raise the concern.  Feel free to e-mail me at your discretion.     - Jared Isaacman, CEO  

(BTW, that is the correct spelling of my name, not Jason Issacson as you spelled in your post.  Also, I was not a college dropout. I was a high-school dropout. )
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